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Global Director, Customer & Partner Education

Remote: 
Full Remote
Contract: 
Full time
Work from: 
Florida (USA)

Offer summary

Qualifications:

7+ years of experience in instructional development or design, with 5+ years in a leadership role., Proven success in leading education programs for customers and partners in a SaaS environment., Strong communication skills and ability to engage with stakeholders at all levels., A Master's degree in Instructional Design, Technology, or Adult Learning Theory is a plus..

Key responsibilities:

  • Develop and implement a comprehensive education strategy for customers and partners.
  • Design and deliver training programs that empower partners to sell and support SaaS solutions.
  • Build and scale customer training initiatives to foster product adoption and customer success.
  • Collaborate with cross-functional teams to ensure educational programs meet business objectives.

ControlUp logo
ControlUp SME https://www.controlup.com/
201 - 500 Employees
See all jobs

Job description

ControlUp creates an autonomous workplace where the day runs itself. We’re a leader in DEX, unifying digital employee experience and IT operations into one powerful platform built for modern workplace management. By combining real-time monitoring, automation, and proactive remediation, ControlUp enables IT teams to prevent issues before they impact employees, reduce operational complexity, and streamline IT environments, without the clutter of multiple tools. With ControlUp, IT works smarter, employees stay productive, and the workday runs itself. One platform. One powerful shift in how work flows. No tool sprawl. No wasted time. No interruptions. Just technology that runs smoothly, so people can get on with work that matters.

The Role
We are looking for a strategic, results-oriented leader to lead our Customer & Partner Education team (The ControlUp Academy). This role will focus on building and executing education programs that drive success for both ControlUp customers and partners. The Director will play a critical role in shaping and scaling these programs, ensuring alignment with the company’s growth and revenue objectives. They will work collaboratively with cross-functional teams to create an education strategy that drives product adoption, customer satisfaction, and partner success, ultimately helping to build a scalable and impactful education framework. 

Reporting to:  VP of Revenue Operations

Strong preference to candidates located in the Fort Lauderdale, FL area. 

Responsibilities:
  • Strategic Leadership:
  • Develop and implement a comprehensive education strategy that meets the needs of both customers and partners, aligning with the company’s revenue growth, retention, and customer experience goals. 
  • Successfully implement a fresh and thoughtful Customer Education strategy and Partner Education strategy, linking these both directly to growth and customer experience outcomes. 
  • Understand the broader learning strategy and design landscape, and structure the education team to support the company’s goals—defining clear roles, responsibilities, and scope of work. 
  • Identify gaps in current education offerings and create programs to address these needs, ensuring a focused approach toward closing team knowledge or skills gaps. 

  • Partner Education:
  • Design and deliver training programs that empower partners to effectively sell, implement, and support our SaaS solutions. 
  • Work with the Head of Global Channel Sales and VP of Customer Success to align technical enablement efforts, ensuring partners have the technical knowledge required for successful product integration and support post sales (Professional Services and Support practices). 
  • Develop role-based learning programs tailored to various partner types (e.g., Reseller, GSI, MSP, Service Partners), focusing on driving quicker time to value for each partner route to market. 

  • Customer Education 
  • Build and scale customer training initiatives that foster product adoption, customer success, and long-term value realization. 
  • Develop tailored learning journeys that cater to different customer personas, ensuring each customer segment receives personalized, relevant training content that addresses their unique needs, use cases, and learning preferences.  
  • Drive deeper engagement, faster product adoption, and improved customer outcomes. 

  • Cross-Functional Collaboration:
  • Partner with Revenue Enablement, Sales, Product, Marketing, and Customer Success teams to ensure educational programs meet business objectives and are directly influenced by customer feedback. 
  • Align external education initiatives for partners and customers with internal enablement programs developed for GTM teams, working closely with the Global Revenue Enablement leader. 

  • Feedback & Continuous Improvement:
  • Leverage feedback from customers, partners, and internal stakeholders to continuously iterate and enhance education programs. 
  • Establish clear metrics to assess the effectiveness of training programs and implement improvements to meet business goals. 

  • Scalability & Innovation 
  • Create scalable education programs using a blend of live training sessions, self-paced learning, certifications, and other modern delivery formats. 
  • Stay ahead of emerging trends in education technology and learning methodologies to continually evolve the training process. 

  • Tools & Technology 
  • Oversee the selection and maintenance of the Learning Management System (LMS), keeping it aligned with industry best practices. 
  • Explore and implement AI-based technologies that can enhance the effectiveness and reach of training programs for both customers and partners. 

    • Your Experience and Qualifications:
  • 7+ years of experience in instructional development, design, or similar fields.
  • 5+ years in a relevant leadership role. 
  • Proven success in leading education or enablement programs for both external customers and partners in a SaaS environment. 
  • Demonstrated ability to effectively engage with stakeholders at all levels within both Customer and Partner organizations, representing ControlUp with professionalism and clarity. Skilled in navigating complex conversations, building strong relationships, and ensuring alignment with strategic goals. 
  • Ability to develop and implement strategic initiatives while also being hands-on in tactical execution as needed to support the team’s needs. 
  • Strong alignment of education programs to broader business and revenue objectives, with measurable outcomes. 
  • Expertise in cross-functional collaboration, particularly with Revenue and Customer Experience teams. 
  • Experience in developing scalable, blended learning solutions (e.g., live sessions, self-paced modules, certifications) that drive measurable engagement and results. 
  • Exceptional communication skills, with the ability to convey complex concepts to diverse audiences. 
  • A Master's degree in Instructional Design, Technology, or Adult Learning Theory is a plus. 
    •

    Required profile

    Experience

    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Cross-Functional CollaborationLearning and Development Programs and PoliciesLearning Management SystemsIntelligent SystemsCustomer Success ManagementInstructional DesignBusiness DevelopmentDigital Learning TechnologyAdvanced Distributed Learning

    Other Skills

    • Training And Development
    • Strategic Planning
    • Relationship Building
    • Communication
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